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automation

The killer combo: How your AI assistant can save costs AND generate revenue

The killer combo: How your AI assistant can save costs AND generate revenue 1120 840 Ben McCulloch

There are a lot of digital assistants designed for customer support. That has value. If you’re taking tasks off your live agent’s plate, then you’re helping them focus on more…

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The risks of Large Language Models (such as ChatGPT)

The risks of Large Language Models (such as ChatGPT) 1120 840 Ben McCulloch

In the various interactions I’ve had with ChatGPT, and the various posts and articles I’ve read by other people, I’ve had this recurring thought – talking to ChatGPT is like…

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The DITAT maturity model for conversational AI

The DITAT maturity model for conversational AI 960 540 Kane Simms

We’ve put together the DITAT maturity model for conversational AI to show the various stages of maturity conversational applications go through on the journey to AI transformation.

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How to achieve better customer service during seasonal spikes

How to achieve better customer service during seasonal spikes 1120 840 Ben McCulloch

We’ve written about novel uses of personas, how AI improves a human’s work, and how holistic AI is the future of customer service. There’s countless ways those concepts can be…

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Nova KBM’s AI assistant is more successful than anyone dreamed

Nova KBM’s AI assistant is more successful than anyone dreamed 1120 840 Ben McCulloch

Here’s how Nova KBM, a market-leading Slovenian bank, automated its customer engagement, and the results it saw. 

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5 steps to selecting the perfect partner for conversational automation

5 steps to selecting the perfect partner for conversational automation 1120 840 Ben McCulloch

Recently, we wrote about Florida Blue’s multi-channel assistant. A Visual IVR system with a voice assistant that helps the health insurance company’s customers apply for replacement Digital ID cards.

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Why should you measure bots like humans?

Why should you measure bots like humans? 1120 840 Ben McCulloch

You’ll get a variety of answers if you ask anyone with a call centre bot how they measure its success. They might measure containment rates (how many callers were serviced…

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How to find success with voice automation

How to find success with voice automation 1920 1080 Kane Simms

Here’s a high level overview of the kind of value you can find with voice assistants for CX automation, and how to set yourself up for success.

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HSBC knows the measure of a great digital assistant

HSBC knows the measure of a great digital assistant 1120 840 Ben McCulloch

There’s a good chance you’ve heard of HSBC as it’s Europe’s largest bank with nearly $3 trillion in assets.

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AI at Marks and Spencer: 2 current use cases

AI at Marks and Spencer: 2 current use cases 1120 840 Ben McCulloch

How do you take a quintessential British brand, steeped in tradition and history, with a legion of customers (quite a few who are in the older demographic) and transform it…

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